So, if we purchase The Works and cancel the trip, we are supposed to be able to get a full refund back to the original form of payment (e.g. credit card).

Apparently, the cancellation must occur at least 24 hours before the flight. My question is: do I cancel the flight using My Trip/Check-In and THEN do the refund request form, or do I skip right to the refund request form?

A couple months ago, I did the latter, and support responded quickly, before the 24-hour cutoff, and everything was fine.

Recently, I did the latter, but support didn't respond until AFTER the 24-hour cutoff - and after the flight itself - which seemed to create problems.

For reference, here is the refund request form:
flyfrontier.custhelp.com/app/refund_request